- Worldwide offices including UAE, London, Limassol
- 18 years operations extremely well established and secure
- challenging working environment with opportunities to grow
Our client one of the most established and successful fintech groups offering great financial and payment solutions to clients around the globe is looking to hire a Technical Support Department manager, to lead a team of at least 15 people. The company expands globally and with large office presence in Cyprus, London, UAE and more.
The position is on site in their Limassol office and it offers great opportunities for further development.
The Tech Support Department Manager will be overseeing and managing the daily operations of the technical support team, ensuring service excellence, effective customer-facing support, and continuous operational improvement. This role requires a strategic mindset to design and implement operational KPIs, improve procedures, and foster a customer-first culture in alignment with merchandising and business goals. Duties and responsibilities of the role include: - Operational Management & KPI Development:
○ Define, implement, and track key performance indicators (KPIs)
○ Ensure the tech support team's operations align with company goals and provide insights through regular reporting and analysis.
○ Optimize workflows and resource allocation
- Customer-Facing & Merchandising Support:
○ Collaborate with merchandising teams to ensure customer-facing tech support
aligns with product launches and promotions.
○ Analyze support trends related to merchandising activities and product inquiries
○ Ensure high levels of product knowledge within the support team
- Procedural Improvement & Efficiency:
○ Continuously evaluate existing support procedures and workflows, recommending and implementing improvements.
○ Lead initiatives to streamline tech support processes
○ Implement automation tools and technologies to enhance efficiency and reduce
manual effort.- Service Excellence & Team Leadership:
○ Set a high standard for customer service by developing a culture focused on resolution efficiency, empathy, and proactive problem-solving.
○ Oversee recruitment, training, and development of the tech support team
○ Monitor customer feedback and satisfaction scores, identifying areas for improvement Collaboration & Cross-Departmental Coordination:
○ Work closely with product development, sales, and marketing teams to ensure tech support is prepared for new product releases and updates.
○ Act as the primary liaison between tech support and other departments
- Reporting & Data-Driven Decision Making:
○ Create regular reports and dashboards to track operational performance, team
efficiency, and customer satisfaction.
○ Leverage data to make informed decisions
Skills and experience needed:
● Bachelor’s degree in Business, Information Technology, or related field.
● 5+years of experience in a tech support or customer service leadership role in relevant fintech environment..
● Proven experience developing and implementing KPIs and improving operational
procedures.
● Strong knowledge of customer-facing operations and familiarity with merchandising
activities.
● Excellent leadership, communication, and interpersonal skills.
● Ability to drive process improvements and manage multiple priorities in a fast-paced
environment.
● Familiarity with ticketing systems, CRM tools, and performance reporting software.
● Analytical Thinking and Strategic Planning
● Customer Focus
● Team Leadership
● Problem-Solving
● Cross-Functional Collaboration Our client offers a stable working environment without market insecurity. The opportunity to travel and work from other locations and opportunities for further growth. Team incentives and other treats are as usual. The company also offers provident fund, regular raised and competitive salaries.